Senior IT Helpdesk Technician

POSITION SUMMARY:

Provide "hands-on" user support for day-to-day administration, maintenance, and support of personal productivity systems used within the corporate enterprise. Resolve hardware/software conflicts as well as basic network troubleshooting. Handle user support questions regarding various software programs. Provide maintenance and support of the technology infrastructure and develop new solutions as needed through project work.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide maintenance, technical support, and troubleshooting of desktop computers, printers, VOIP handsets, and other devices to ensure effective use of technology resources by BPGbio staff.
• Participate in the effective operation of the IT Help Desk by taking requests, tracking work tickets, and maintaining equipment inventories.
• Develop and maintain knowledge of BPGbio computer systems and share this knowledge with customers to promote computing literacy and efficient use of technology as well as a high level of customer service.
• Maintain network security and access to resources by creating, editing, or deleting user accounts, network shares, and e-mail lists with attention to appropriate security procedures.
• Maintain the security of client computers and data by ensuring operating system updates and malware protection are installed, as well as finding and eliminating malicious applications.
• Provide IT systems administration and support as needed, working closely with the Vice President, Information Technology, to ensure continuous and effective operations while maintaining IT security policy.
• Participate in ensuring the stability of all of BPGbio's information systems with teamwork and professionalism, including, but not limited to, carrying and responding to a cell phone and being available when needed for critical system support.
• Recommend and test new tools, technologies, and processes to improve IT service delivery and automation.
• Other duties, as assigned

ESSENTIAL SKILLS AND QUALIFICATIONS:

• Minimum of 10 years of directly related experience in the information technology field.
• Education (Preferred, not required):Associate's degree in Information Systems (or equivalent) with at least 5 years of related experience OR Bachelor's degree in Information Systems (or equivalent) with at least 3 years of related experience.
• Advanced knowledge and expertise in information technology, systems, and related tools.
• Provide experience supporting Microsoft Windows and/or Apple operating systems, hardware and general computer operation required
• Proficiency in network administration with Microsoft Active Directory, Azure cloud identity, and automation
• Proficiency with endpoint management tools (e.g. CheckPoint, Intune, etc.)
• Strong analytical, troubleshooting, documentation, and communication skills
• Ability to explain and document computer systems in terms equivalent to user's experience level
• Familiarity with Internet/Intranet coding tools and scripting (e.g. PowerShell, Bash, PHP, ASP, etc.)
• Strong experience with inventory management and ticket tracking
• Familiarity with ITIL-based service desk operations and incident/change management processes
• Understanding of data protection, privacy, and information security best practices
• Significant customer service/support experience